Customer Extension Survey

How many loans have you had with CashNetUSA?

1

2-5

6-10

11+

Don't Know

How often do you extend your loans?

What process do you normally use to extend your loans?

By calling in or chatting with a representative

Through emails received or by logging into account

Through the IVR

Other

How satisfied are you with the current extension process?

If you've extended via the IVR, how satisfied are you with the process?

If you've extended via the IVR, what would improve your experience while doing so?

If you haven't extended via the IVR, what has prevented you from doing so?

If you've extended via a link through an email or through your online account, how satisfied are you with the process?

If you've extended via a link through an email or through your online account, what would improve your experience while doing so?

If you've extended by calling in or chatting with a representative, what were your reasons for doing so?

Convenience

Didn't know how to extend on own

Difficulty with extending via the front end

Difficulty with extending via the IVR

Contacted by a representative

Contacted for a different reason and convinced to extend

Other